AirBnB Customer Service Issues

I made a reservation for an Airbnb stay from Nov 23-28 on Saturday, Aug 29. The listing stated that additional guests and pets needed approval in advance. Upon booking, I informed the host about our small, well-behaved dog, but received no response indicating any issues, and the booking was accepted. However, yesterday, the host mentioned we couldn't bring the dog. As we have no alternative for our pet, we're now looking to cancel. The cancellation policy charges a 50% fee, which is over $[redacted]. We were just a few hours past the 48-hour free cancellation window, and the host hadn't addressed the pet inquiry within that time frame. It seems unreasonable to incur such a high fee for canceling three days post-booking for a future stay, especially due to unclear pet policy guidelines. It's frustrating that despite the requirement for prior approval for pets, there are no exceptions to allow them. Additionally, it's unfair that the host didn't respond within the initial 48-hour period regarding the dog situation. Any suggestions on resolving this situation would be greatly appreciated.

My Airbnb reservation was canceled due to the host's lack of quality assurance information, leading Airbnb to no longer support them as a member. I had booked this reservation back in July [redacted] for a stay on September 11-13. Despite an email promising a follow-up giving me the option of a refund or applying the funds to a new booking, I did not receive this email. Instead, I was informed that my funds would arrive on September 6. With limited options for available dates now, I am frustrated with the lack of support from Airbnb. They only take calls within 72 hours of reservation, leaving me to navigate their help center with my unanswered questions. The situation has been very inconvenient. Reservation: HMKKTB5ADD Host: Jennifer & Joseph I am requesting Airbnb to promptly transfer my funds to a new booking or expedite the refund process. Additionally, I would appreciate a phone call at [redacted].

I recently received an email from my host with false accusations, leaving me feeling uneasy and unsure how to respond. I want to address this matter promptly. The fridge provided was ineffective, failing to keep my food cool, resulting in spoilage. Upon arrival, the suite was unclean, requiring three hours of my time to rectify. I even used my own cleaning supplies to ensure the suite was left cleaner than I found it. Despite following all instructions diligently, there were undisclosed cats on the premises, causing health issues for allergic family members. The carpet, laden with cat hair, was unusable. It's important to me to address these false accusations and rectify the situation.

I had to cancel a reservation in May because of COVID-19. Initially, I wanted a refund, but I ended up accepting a coupon for a future trip due to frustration. I wasn't aware the coupon is non-refundable once used. Now, I need to cancel another trip because of COVID-19, but I was informed that I would lose the $[redacted] coupon if I do so. I've been trying to contact AirBnB since July without success. I need to cancel by tomorrow for a full refund. Despite being told a rep would reach out to me soon, it has been three days with no response. I would appreciate any help. Thank you.

I currently host 3 Airbnb listings, one as a co-host. Due to COVID-19, we prioritize guests' hygiene. I rarely cancel bookings and never had fees for doing so before. When I canceled my own listings, no charges were incurred, just a loss of superhost status. Recently, as a co-host, I canceled guests' bookings to ensure hygiene, and the listing was charged USD$[redacted] for cancellations. I feel the penalty should be waived due to the pandemic's severity and the evolving rules.

Three and a half hours ago, I received an email from Airbnb stating my account has been suspended due to alleged fraudulent activity. Despite my efforts, I have been unable to reach Airbnb to address this issue. I would like to know more about the supposed fraudulent activity and why I was removed from Airbnb. Hi Augustina, I’m Harry from Airbnb and I wanted to inform you that your account has been reviewed, and we have decided to remove you from our community based on suspected fraudulent activity. Unfortunately, this decision is final, and you will not be able to access or create a new account. Any existing reservations have been canceled with full refunds given to guests. For more information on our Community Standards and reasons for removal, please visit the links provided.

I have not received a payment of [redacted] Euros for a booking at My Greek Island Home from August 6 to August 11, [redacted]. The host, Mel Pattern, a superhost, explained that Airbnb kept the money due to a previous issue with a client being paid twice and not refunding. I find this situation unacceptable. I manage several listings with Airbnb, such as Bushy Summers, a waterfront cabin in Tasmania, and Shack on the Bay, a Bayside cabin in Tasmania hosted by Karina Camenzid. I used to host an apartment in Potts Point, Sydney, but sold it a year ago. Despite my experience, I am unable to access the details for My Greek Island Home listed in Lesvos. Mel mentioned that only she can communicate with Airbnb on this matter. I am disappointed and seek assistance in receiving the owed payment for my booking. I have requested Mel to close the listing, but she claims to have no funds and other potential bookings. I prefer not to interact with her further. I would appreciate your help in resolving this issue promptly. Thank you, Claire Lloyd.

I have submitted my positive review twice but it has not been posted after waiting for weeks. I am unable to rewrite or repost it, which is frustrating. I stayed at a Rustic-Chic Cottage near hiking in Northfield hosted by Evolve Vacation Rental. The host was excellent, and I want to make sure they receive the credit they deserve. I appreciate any guidance on how to successfully post my review. Thank you. - Alison Barr Airbnb - Pack your bags! Your upcoming trip to Northfield is almost here. Stay: NEW! Rustic-Chic Cottage w/Yard+Grill, Near Hiking. Entire home/apt hosted by Evolve Vacation Rental. Check-in on Monday, August 17, [redacted], is anytime after 3:00 PM. Check out on Friday, August 21, [redacted], by 11:00 AM. 2 guests. Contact Evolve Vacation Rental for any questions. Review House Rules and amenities before your stay.

I would like to claim for damages caused by a guest named Jochem who stayed at Villa Lilla with lake views and a private pool on August 29, [redacted]. When the cleaners checked the property after Jochem's departure, everything seemed fine. However, upon closer inspection today, we discovered that Jochem had removed the TV from the wall and switched it with a TV from another room, resulting in slight damage to the wall. This action also led to a €[redacted] call-out fee from an electrician to reposition the two TVs and fix the wiring. Jochem has apologized and admitted to the mistake, explaining that he thought the TV was not working. We tried to contact Jochem, but without success. We need to charge this fee to Jochem for the damages.

Hello, I am reaching out for help regarding an issue I am facing with registering my cottages for rent on Airbnb from Montenegro. I encountered an obstacle when attempting to verify my identity by uploading my new ID and a photo of myself as requested. Unfortunately, my profile was disabled shortly after. I am unsure if the new ID from Montenegro might have caused this problem. I have tried creating a new account using a different email address, but the issue persists. I am hopeful for a resolution. The email addresses I used during these attempts are [redacted] and [redacted]

During my recent trip to Marrakech, I reserved a stay at Mario's from the 14th to the 17th. On the last day, I wanted to extend my trip, so I reached out to Mario to rearrange my booking. He provided me a new offer, but a card issue delayed my confirmation until 5 pm. Unfortunately, the offer had expired by then as it was my departure day. I had to create a new reservation, and although the price was slightly higher, Mario assisted me in resolving the situation to avoid double charges. I cancelled the initial booking and created a new one. However, I suspect AirBnB did not refund me after the mistaken cancellation, as I cannot locate the details of the cancelled reservation on my dashboard.

I am requesting a full refund of $[redacted]. I booked a place in New Jersey for 3 guests, including a 7-year-old child. Upon arrival, I was informed no children were allowed despite the host's assurance of a full refund. Despite contacting them, I received an email stating no refund would be issued as the host cancelled. I was left stranded in New Jersey with my child, and Airbnb has not offered any alternative accommodations. The host mentioned only Airbnb could provide the refund, yet now I am informed they already paid the host. I expected my complaint to be investigated. I will be reporting this to the Better Business Bureau. I insist on a full refund. [redacted] A. Kelly

Hello, I am reaching out as we recently received our first booking as hosts. Unfortunately, it seems that I accidentally set up the guest verification requirement. I am experiencing an issue while trying to adjust the settings as it displays an error, '[redacted] Too Many Requests'. Kindly get in touch with Anthony B. at [redacted] or call +44(0)[redacted] between 9am and 5pm BST. Please inform me of how long it will take to regain access to my account and where I can locate the settings to modify the guest ID verification. Thank you, Anthony. I am uncertain if I will be able to confirm the booking and process the payment due to the ID verification request. It indicates that I need to verify the ID by September 9th to finalize the booking. If there is a way to remove this requirement, please assist me in completing the reservation. I appreciate your prompt response. Thank you.

Hello, I recently made a reservation for a house to travel with my friend. Unfortunately, my friend fell ill, so we had to cancel the trip. I swiftly canceled the booking shortly after making it, but I only received a 50% refund. Since it has been only a few hours since my booking, I would appreciate your assistance in ensuring I receive a full refund. The well-being of my friend is my top priority, and I wish not to cause any inconvenience to the host. Kindly help me in receiving a full refund. Thank you.

Hello AirBnB Support Team, I recently created a new account and my first guest mentioned being asked to provide their ID information. Previously, this was not necessary in my AirBnB experiences. I reviewed my Listings settings and only found the AirBnB Standard Requirements checked. Do I need to adjust another setting, or is it now mandatory for all guests to provide their ID? For any guidance, please contact me at [redacted] Thank you, Anthony

I received your email regarding an issue with sending payment to my PayPal account. I have checked with PayPal, and they have confirmed that there are no problems on their end. Therefore, I kindly request that you attempt to send the payment again without requiring me to provide a different account number. Your email indicated that there may be an issue with my PayPal account, so I will ensure that it is in good standing. Once I have verified and updated any necessary information, I will add a new payout method in my Payout Preferences as advised. Please hold the funds until this matter is resolved. Thank you for your assistance. - Penny

Dear Community, I am reaching out on behalf of Mr. and Miss Smith from Ballymena, Northern Ireland. They had planned a trip to Canada and booked accommodation through Airbnb but unfortunately due to the ongoing COVID-19 situation, they had to cancel. Even after trying to reach out to both the host and Airbnb for a refund of the £[redacted] they paid, they have not received any response. This lack of communication and refund is unacceptable given the current circumstances. I am quoting Airbnb's cancellation policies below for reference. Airbnb Experiences cancellation policy: - For a full refund, cancel 7 days before the experience begins or within 24 hours of purchase. Cancellation policy for Airbnb Adventures: - Full refund if canceled 30 days before the adventure or within 24 hours of purchase. I am eagerly awaiting a prompt resolution to this matter. Thank you for your attention and assistance. Warm regards, Mr. Hastings

Hello, I submitted a claim for damaged items from a booking. The tenant exceeded the 72-hour response time, and now the case is being reviewed through Airbnb. The tenant, Cristina and Michael Montero, have informed me that they are willing to pay the $[redacted] requested, but they are having trouble accessing their account due to an error loading information. My name is Vivian Sosa, and the listing in question is the Little Torch Tropical Oasis. Thank you.

I am seeking to cancel our reservation for our upcoming trip to Grand Cayman and asking for a complete refund due to the current border closure and mandatory quarantine upon arrival. With the situation predicted to worsen in the fall, I anticipate that the restrictions for American travelers will persist. If I delay my cancellation until after the Covid status update on September 15th, I will exceed the 60-day cancellation notice period required by the host.

Regarding my Airbnb guests who checked out late despite clear instructions, I followed up twice with reminders at 10:40 AM when they finally left after knocking louder. Despite their apologies and quick departure, they only rated me 4 stars for communication. I, a Superhost with a 4.9 average rating, gave them the benefit of the doubt for an honest mistake but want to understand their perspective. Can I politely reach out to discuss their rating? Thank you, Loril